Complaints Officer at Wise

Hyderabad, Telangana, India

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

Understanding of regulatory obligations and knowledge of different jurisdictions
Ability to work efficiently while handling multiple complex complaints at once
Proficiency in using internal tools such as Ninjas, Watson, Zendesk, Twilio, Slack
Knowledge of relevant regulations, including consumer protection laws, data privacy regulations (e.g., GDPR), and financial services
Strong communication skills for clear and concise interactions with internal stakeholders (e.g., customer support, product, legal/compliance teams)
Customer-focused approach with empathy, active listening, and solution-oriented mindset
Ability to complete mandatory trainings on time and prioritize professional development

Responsibilities

Investigate complaints by reviewing customer issues using internal tools and external resources, performing root cause analysis, reaching out to relevant teams, referencing terms of use/customer agreements, and determining if errors occurred in handling cases
Write final responses to complaints, including complaint summary, timeline of events, investigation findings, outcome, reference to Terms of Use, and information on arbitration bodies, ensuring regulatory compliance
Complete administrative duties, including timely record keeping, maintaining updated systems, notes, and audit trails in accordance with regulatory requirements
Provide support and guidance to Customer Support Team and other operational teams on complaints/difficult cases, responding timely to inquiries and offering detailed information/solutions
Use correct internal processes to raise issues and process improvements, providing feedback to operational teams to enhance customer experience, product, and internal processes
Protect the company from regulatory, financial, and reputational risk through fairness, accountability, and transparency

Skills

Complaints Investigation

Root Cause Analysis

Regulatory Compliance

Customer Service

Stakeholder Collaboration

Jurisdictional Knowledge

Internal Tools

Wise

Facilitates low-cost international money transfers

About Wise

Wise focuses on international money transfers, providing a low-cost alternative to traditional banks. It uses a peer-to-peer system to match transfers between users in different countries, which helps reduce fees and offers better exchange rates. Customers pay a small, transparent fee for each transaction, and Wise also offers a multi-currency account for managing funds in various currencies. The company aims to maintain high performance and reliability while ensuring transparency and trust with its users.

London, United KingdomHeadquarters

2011Year Founded

$385.5MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

5,001-10,000Employees

Benefits

PTO & annual leave

Work from home flexibility

Parental leave

Medical insurance plans

Health & wellbeing discounts

Pension & retirement plans

Social events

Relocation support

Risks

Increased competition from banks integrating Swift services could challenge Wise's market share.

Regulatory scrutiny following Stenn's collapse may increase pressure on Wise.

Bitcoin's low transaction fees could attract customers away from Wise's services.

Differentiation

Wise offers a peer-to-peer system for low-cost international money transfers.

The company provides a multi-currency account for ex-pats, freelancers, and travelers.

Wise's transparent fee structure attracts customers seeking cost-effective money transfer solutions.

Upsides

Partnership with Morgan Stanley enhances Wise's cross-border settlement capabilities.

Expansion into India's remittance market presents significant growth opportunities for Wise.

API integrations offer additional revenue streams and market penetration for Wise.

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